Presented to,

Sir Mustafa Ahmed

Presented By :-

UNITED BANK LIMITED (UBL)A one of the largest financial institution

that provides every type of financial services

HISTORY

• First branch in Pakistan:• The first branch of UBL in Pakistan was come into being on November 7th, 1959 at I.I CHUNDRIGAR

ROAD Karachi.• By June 1960:• Within the short period of six months UBL opened his doors to the public and had branches in

– Karachi– Dacca– Lahore– Lyallpur – Chittagong and Narayanganj

• IN 1963:• UBL became the first bank in Pakistan to have a branch overseas on William Street in London, United

Kingdom.• IN 2009:• In 2009 UBL celebrated the honor of having more than 1000 branches in PAKISTAN in the span of 50

years.• IN 2013:• In 2013 UBL has the honour of becoming the 2nd largest bank of PAKISTAN in private sector having

largest banking network with 1200 branches all over the PAKISTAN.UBL is now part of one of the world’s largest financial services groups.

VISION

• The vision statement of the UBL is:• To be a world class bank dedicated to

excellence, and to surpass the highest expectations of our customers and all other stakeholders.

MISSION STATEMENT

• The mission statement of the UBL is:• Set the highest industry standard for quality,

across all areas of operation, on a sustained basis.• Optimize people, processes and technology to

deliver the best possible financial solution to our customers.

• Become the most sought after investment.• Be recognized as the employer of choice.

CORE VALUES

• The core values of the UBL are:• Honesty and integrity• Commitment and dedication• Fairness and meritocracy• Teamwork and collaborative spirit• Humility and mutual respect• Caring and socially responsible

ORGANIZATION HIERARCHY

• There are three different levels of hierarchy in UBL. There are three types of managers in UBL

• Top Line Management• Middle Line Management• Front Line Management

TOP LINE MANAGEMENT

• President:• Group Executives:• Group Heads:

MIDDLE LINE MANAGEMENT

• After the top line management the hierarchy of UBL is further divided into two divisions’ i.e.

• Sales• Operations• General Manager/Customer Services Head:• Regional Business Head/Regional Operations

Head:• District Manager/Direct Customer Services

Manager:

FRONT LINE MANAGEMENT

• Branch Manager/Customer Services Operations Manager:

• Personal Banker/Retail Banker:• Central Teller/Universal Teller• Customer Services Representative:

President

Group Executives

Group Heads

Branch Manager/Customer Services Operations

Manager

General Manager/Customer Services Head

Regional Business Head/Regional Operations Head

District Manager /District Customer Services Manager

Personal Banker & Retail Bankers /Central Teller, Universal Teller/

Customer Services Represntative

ASSETS:It includes Running finance, loans, credit cards. UBL has a lot of products relates to credit facility like regular credit card, pledged loans, as well as special accounts(Product: Cash line) in which customer didn’t deposit his own amount ever but UBL provides finance itself for facilitating the customers’ need. The stakeholders of the UBLs’ customers who are availing this facility can present their cheques on counter as well like other regular accounts. He just uses the finance and just pays a small percentage of mark-up with principal amount. And the amount of the mark-up is payable only when the customer pays the principal amount after certain conditions.

LIABILITIES:

UBL is also playing with liabilities. The term liabilities means in the banking system is

Running deposits Fixed deposits.

RUNNING DEPOSITS:

• Saving Accounts:• Current Accounts:• Types of current accounts:• Business partner plus account• Business partner account• BBA(basic banking account):• Minor accounts:

FIXED DEPOSIT:

• Uniflex Accounts• Unisaver Accounts:

BANK ASSURANCE:

• Child Education Plan• Marriage Plan• Retirement Plan• Saving Plan.OTHERS:• Others includes • Locker Facilities• Letter of Credit (LC) and • Priority Accounts.

SWOT ANALYSIS

• STRENGTHS:• WEAKNESSES:• OPPORTUINTIES:• THREATS:

STRENGTHS:

• Good Customers’ Services• Motivated Staff: • Cultural Behaviour• Team Coordination• Direct Reporting To Regional Manager• Information Technology• Least Chances of Mistake• Availability of Managers

WEAKNESSES:

• Delay Processing• Unavailability Of Front Desk• Transferring Staff• Insufficient Staff• Unavailability Of Telephone Operators• Salary Differences

OPPORTUINTIES:

• Business Expansion• Customer Attracting And Retaining• Good Correspondences• Attracting Staff

THREATS:

• Law And Order Situation: • Competitors• Foreign Investment• Economic Slow Down

PRODUCT AND SERVICES

• Following products and services are offered by UBL:• VISA Cards• OMNI Facility• Express Money• Credit Facility ( Credit Cards, Long-term Loans, Cash Lines )• Running Deposits & Lockers Facilities• Bank assurance (By State Life, EFU, JLI )• Car Financing• Others.

LEARNING AND RECOMMENDATIONS

• From the survey of UBL we found following – UBL has delay in their services and recruitments.– UBL has insufficient staff with accordance to their customer portfolio.– UBLs’ competitors are providing extra customer facilities.– UBL rotate their staffs into different branches and departments which is very much

favourable in their success.– UBL has fully planned and organized hierarchy having well organizational culture

and environment.• • We recommend UBL

– To create the availability of front desk officer and telephone operators.– To increase the number of operating and sales staff.– To provide extra customer services/benefits in order to compete their competitors.– To speed up their provision of services and other operations.